Is everything over at getvera okay? Not answering calls during business hours

Community Playground General Discussions
1

Hi there,

Long time lurker, first time caller.

I have been having issues with my Vera Lite, UI5, for weeks. I did a technical support ticket. The person responding has done a few things kind of randomly, logging into my controller unnanounced, at random times. I got an email from them replying to my issues with a question, which I responded to, then nothing for about a week. Then they emailed, kind of out of nowhere, to tell me to do a network repair, which I did, and now the Vera Lite is worse than it was before.

So, rather than email some more on that ticket and wait a long time for some unexplained stuff to happen that doesn’t help, I tried calling. I called in the middle of the work day today-- and, I got redirected to leave a message. I left a message. Then I called back a little while later, thinking maybe they were busy, or their phone system had been glitching, still a redirect to leave a message. I called and tried to get through to sales, same thing.

So, has anyone tried calling them today for any reason? Did you get through? Is there something going on? I now have devices that aren’t working due to the repair, and I have scenes depending on those devices. Unlike a number of folks on this forum, I actually need the Vera to do things. It’s not really a toy for me. And, I know you’ll be honest, if that is a problem, that I didn’t buy it to be a toy, please let me know. Between these technical support issues, and simply not being able to even contact the manufacturer, and am wondering if I am maybe expecting too much from what might be a toy. And- if the MCV folks are having problems big enough that they can’t answer their phones, I’d like to know. Not to judge, but to know if I should stop trying to make my Vera work.

2

First post huh? Were the voicemails as obnoxiously accusatory as this post? If so, even the most professional person would be less eager to assist you. Though I doubt that they would do that. Professionalism, you know?

Vera Ltd. is just fine.
Vera is not a toy, although despite being very simple, it does seem to be beyond the capabilities of many people.

I suggest you try calling again, if you want assistance.

3

I agree with Z-wave above and his comments.

And have a few things to add.

They can only login when you allow them too which is when you enable tech support and give them that number. That also expires after 24 hours and you have to do it again. So they are not so randomly logging in as you put it.

There is not so many support staff and I find calling early in the morning seems to work better then mid day or later in the day. Emails work the worst. But yes it has been getting harder to find a support staff standing by waiting for me to call.

A manual heal usually leaves battery devices screwed up as they sleep most of the time and don’t wake up to respond to your forced heal. What devices are you having problems with?